1. What is Average Handle Time (AHT)?

Average Handle Time (AHT) is a key performance metric in call centers and customer service that measures the average duration of one complete customer interaction, including talk time, hold time, and after-call work time.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

Where:

• \( Talk \) — Total talk time in seconds
• \( Hold \) — Total hold time in seconds
• \( After\ Call \) — Total after-call work time in seconds
• \( Calls \) — Total number of calls handled

Explanation: The equation calculates the average time spent on each customer call by summing all handling components and dividing by the total number of calls.

3. Importance of AHT Calculation

Details: AHT is crucial for measuring call center efficiency, staffing optimization, service level management, and identifying areas for process improvement in customer service operations.

4. Using the Calculator

Tips: Enter total talk time in seconds, total hold time in seconds, total after-call work time in seconds, and total number of calls. All values must be valid (time values ≥ 0, calls > 0).

5. Frequently Asked Questions (FAQ)

Q1: What is a good AHT target?
A: Ideal AHT varies by industry and call type, but typically ranges from 3-6 minutes for most customer service centers.

Q2: How can we reduce AHT?
A: Through agent training, better knowledge management, improved call routing, and streamlining after-call processes.

Q3: Does lower AHT always mean better performance?
A: Not necessarily. While lower AHT can indicate efficiency, it must be balanced with quality metrics and first-call resolution rates.

Q4: How often should AHT be measured?
A: Typically measured daily, weekly, and monthly to track performance trends and identify areas for improvement.

Q5: What factors can affect AHT?
A: Call complexity, agent experience, system performance, call volume, and the nature of customer inquiries all impact AHT.